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jenniferr64851503
Participant
October 8, 2017
Answered

Can't download a licensed image

  • October 8, 2017
  • 8 replies
  • 753 views

It's simple. I purchased a license for a stock image. It shows up in my list of licensed images but even after following all the standard image download troubleshooting instructions, it just won't download. Based on the popularity of this topic, it seems like LOTS of people are having the same problem. Never had this problem with iStock or Shutterstock. Maybe Adobe needs to get their act together and not make it so hard for people to simply get the items they've already paid for.

    This topic has been closed for replies.
    Correct answer WendellaBee

    Thank you for notifying us of this issue. Our engineers investigated and the issue causing this was resolved. Please let us know if is not resolved for youl

    EBQ

    8 replies

    WendellaBee
    Adobe Employee
    WendellaBeeCorrect answer
    Adobe Employee
    October 9, 2017

    Thank you for notifying us of this issue. Our engineers investigated and the issue causing this was resolved. Please let us know if is not resolved for youl

    EBQ

    magical_Skyline0D4A
    magical_Skyline0D4A
    Inspiring
    October 9, 2017

    Hello everyone,

    I've had the same problem and I'm not an Adobe Stock Developer, but I'm a web designer and I know than to provide all of us the best possible service developers must (occasionally) update the website with new features.

    Adobe Stock is available worldwide and for someone's Sunday morning, for someone else Sunday afternoon or for me are 4 AM on Monday so when is the best time to update the website?

    I just checked it right now and download the images now works, I invite everyone to have a little patience.

    Reagrds

    G
    Gobbo
    Participant
    October 9, 2017

    Adding new features and/or fix recently discovered problems in a website is completly fine.

    However we are not talking about a small website.

    Actually, we are talking about a service that costs very good money & is provided by one of the biggest IT company.

    Scheduled downtimes should be as short as possibile, and the users need to be warned about that.

    Clearly this was NOT a scheduled manteinance or something similar...

    That being said, unscheduled / unwanted downtimes happen, life happens we all know that in the IT field.

    What is totally unaccetable is that the current "purchase" method let you buy the media license even if the download service is "out of order".

    This flow can very well put a small / medium designer in trouble, because $$$ are not always there.

    A better system should check in some way that media download is actually possibile BEFORE media license purchase.

    This way, even if the download service has some problem, the user won't waste his license on a content that won't be available for ~5 hours.

    I think this is constructive criticism, and very valuable feedback for Adobe, from disappointed customers.

    About the "little patience" you could be right, but when you are on a deadline I guess you can't always be that reasonable.

    Especially with a service that has a price tag between 30 and 40$ / month.

    magical_Skyline0D4A
    magical_Skyline0D4A
    Inspiring
    October 9, 2017

    Absolutely, the solution might be put the site with the page "upgrade in progress we apologize for the momentary disservice ... "

    In this way everyone can decide whether to wait or go to another service stock to cover the urgent work.

    Anyway, The web has a continuous and rapid evolution and the problems can still be there!

    chrisw71852230
    chrisw71852230
    Participant
    October 9, 2017

    How do I get a refund?  This cost me a day's work.

    I think I have to dispute the credit card charge.

    F
    FeliciaGillham448
    Participant
    October 9, 2017

    5:15 PM PST Sunday—still no download. Something is definitely wrong with the site. I've never had a problem before, and I am able to download the comp versions. I just can't get my final purchased images. I get all the way to the green checkmark that says my image has been downloaded, but it's nowhere to be found.

    Keep us posted if you (anyone out there) are finally able to download purchased images. At least the thread will theoretically notify us so we can all resume our work.

    G
    Gobbo
    Participant
    October 8, 2017

    Same problem. Very disappointed.

    M
    melindat60069681
    Participant
    October 8, 2017

    I can't download most images, only AI seems to work. I have tried all of the steps listed on the Adobe site. None has worked. I have never had this problem before. Here are the steps they list, in case this list works for someone else, although it didn't work for me.

    J
    John21601
    Known Participant
    October 8, 2017

    Same here. Of course, this would happen on a Sunday morning when nobody's at work and I'm under a deadline. But, who cares, right? If I don't like it I can cancel my account and lose my carryover images. (Sigh!)

      christine susanj19004480
      christine susanj19004480
      Participant
      October 8, 2017

      its the same for me too

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